If I had a dollar for every time I've heard someone use the words innovation or disruption in a boardroom or conference venue in the last ten years, I'd have 0.892 bitcoin. Sadly, there is an inverse correlation between the number of people who talk about innovation and disruption, and the number of people who actually innovate and disrupt...

Most brands are looking at the customer experience as the most powerful way they have to set themselves apart in a market where it's becoming increasingly difficult to compete on price and product features alone...